Client Services Manager - Clinical Research
About The Position
We are seeking a talented and motivated Clinical Trial Lead who is responsible for building and maintaining relationships and partnerships with our clients with the goal of leading strategic client projects and providing exceptional service. This role serves as the client’s single point of contact and escalation support person for all operational matters. Their responsibilities also include coordinating and completing projects on time and within budget and scope, working directly with internal teams to ensure deadlines, responsibilities, deliverables, and issues are resolved, leading training for client partners, and developing strong relationships with the client with the goal of growing accounts in partnership with the commercial team. This role will report directly to the Director, Operations and Strategy. This will be a hybrid role based in the Chicagoland or Bay Area.
Requirements
- Bachelor’s degree in business, life sciences, health science, or directly applicable work experience.
- 7+ years of Client Management and/or Project Management experience, preferably in clinical trial management.
- Knowledge of drug development lifecycles and relevant guidelines and requirements.
- Experience working with clinical research stakeholders (Sponsors, CROs, Vendors, Sites, CRAs)
- At least two years as a client or project lead with a demonstrated track record of developing strong relationships, providing exceptional customer service, driving issue resolution, and identifying areas to grow accounts.
- Strong communication skills with demonstrated experience in writing clear and concise messages, presenting material in an easy-to-understand way, and listening to ensure a clear grasp of partner needs.
- Demonstrated problem-solving skills and ability to analyze data to identify opportunities and issues; demonstrated negotiation and conflict resolution skills.
- At least two years working on contracting, pricing proposals and budgets (either from provider side or client side).
- Knowledge of Google Suite, CRM, and project management tools.
- Innovative and creative mindset, willing to accept and advocate for new innovations, and a can-do attitude
Responsibilities
- Serve as the primary client contact with the expectation of providing exceptional service and guidance to our clients with the goal of creating long-term relationships with key organizational stakeholders.
- Develop strong internal relationships to ensure client issues are resolved in a collaborative and timely manner, lead internal client project teams, act as an advocate for the client.
- Identify and assess new business opportunities; understand the client's pipeline, development strategy and objectives. Support contract scoping, negotiation, pricing, and terms.
- Conduct client onboarding and develop and lead training for clients and internal partners.
- Lead and document all meetings and work to ensure deliverables, timeframes, and budgets are met. Develop and generate, and present reports on programs and services provided.
- Work closely with colleagues and clients to align solutions with business needs.
- Tackle complex challenges and contribute to continuous improvement initiatives.
Benefits
- Competitive salary
- performance bonus
- equity
- Medical, dental, and vision plans with multiple options and strong company contributions.
- HSA, FSA, commuter benefits, and a $1,200 annual Lifestyle Spending Account
- Generous paid time off, sick leave, and company holidays.
- Paid parental leave, caregiver leave, and support for growing families.
- Company-paid life insurance and short- and long-term disability coverage.
- 401(k) plan
- Easy access to telehealth and optional supplemental coverage
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
